Senior Manager, Product & Data Support

About Definitive Healthcare:

At Definitive Healthcare (NASDAQ: DH), we're passionate about turning data, analytics, and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets, opportunities, and people-paving the way for smarter decisions and greater impact.

Headquartered just outside of Boston, Massachusetts, Definitive Healthcare operates across North America, Europe, and India, supporting a growing global client base of more than 2,400 customers since our founding in 2011.

We're also a great place to work. In 2024 and 2025, we earned multiple workplace honors, including Built In's 100 Best Places to Work in Boston (both years), a Stevie Bronze Award for Great Employers, and recognition as a Great Place to Work in India.

We foster a collaborative, inclusive culture where diverse perspectives drive innovation. Through programs like Definitive Cares and our employee-led affinity groups we strive to promote connection, education, and inclusion.

Definitive Healthcare is building a Product & Data Support function from the ground up. This is a leadership role responsible for designing and operating the systems that connect product and data knowledge to the teams who need it - Sales, CS, PS, and Solution Engineering - while reducing day‑to‑day escalations to Product and Engineering.

You will own the Tier‑2 support operating model end‑to‑end: intake, triage, coordination, resolution, knowledge capture, and continuous improvement. This role does not own roadmap decisions or engineering delivery, but it does own the processes that keep those teams focused on execution.

This role sits within Product Operations, an AI‑native function built for leverage over headcount. You won't inherit a mature team - you will define the function, build the systems and knowledge infrastructure, and hire a small team of high‑leverage ICs.

There is real organizational pain today around request visibility and resolution. You will own the solution.

What You'll Be Accountable For

Building and Scaling the Function

* Define the operating model, workflows, tooling, and knowledge infrastructure

* Provide a Tier‑2 support layer that reduces reliance on Product & Engineering

* Establish clear ownership, SLAs, and escalation paths across commercial teams

* Improve resolution times, reduce escalations, and eliminate repeat issues

* Maintain accurate, discoverable product knowledge and enablement content

People Leadership

* Hire, onboard, and develop a small team of product/data support specialists

* Define roles, responsibilities, and career paths as the function matures

* Establish operating rhythms that balance speed, quality, and learning

What You'll Do

Support Intake & Resolution

* Own the front door for product/data bugs, issues, and questions

* Consolidate all intake channels into a single centralized portal using Jira Service Management

* Set SLAs and ensure consistent communication back to requesters

* Coordinate multi‑team issue resolution without owning the underlying work

* Build an escalation model that routes to the right SMEs and reduces leadership involvement

Reporting & Visibility

* Deliver weekly operational views of open, overdue, and at‑risk tickets

* Own monthly executive reporting: volume, resolution times, escalation rates, knowledge gaps

* Maintain a proactive at‑risk client report

* Define and track service health metrics to demonstrate function value

Knowledge Management

* Treat every resolved ticket as a knowledge asset

* Identify repeat questions and content gaps; route insights to content owners

* Build an AI‑assisted self‑service layer to reduce ticket volume

* Partner with CS enablement to ensure support insights feed the content pipeline

What You'll Bring

* 8+ years in product support, product ops, knowledge management, or similar

* Experience building or rebuilding a support function

* Strong background in knowledge‑centered service models

* Practical experience applying AI to support and knowledge workflows

* Ability to drive accountability across product, engineering, data, and commercial teams

*…